You should be able to use the Get Reporting Statistic to check the number of calls waiting in the queue. You then use and If statement to check whether this value exceeds 20. If it does then you can dequeue the call, play a prompt and terminate the call (or send to voiucemail etc.).
The script below shows the type of thing you need.
I have attached the script. I have not tested it so it may need some tweaking but it should give you a good start.
Alternatively, if you didn't want the overflow calls to increment your CSQ metrics (calls presented, calls dequeued, avg hold time, asa, etc.) you could check the contacts waiting metric before you select resource, and not even bother with queuing then immediately dequeuing.
It's preference really, but thought I'd share another perspective.
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Thank you for the idea, I have tred the script as below.
But it does not works
Part of that script is attached below.
I have other CSQs as well, so I created this as the Test Script. During the reactive debug I can see the call hit this test script and go through the get eporting statistics but it always hit the "False"Condition.
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